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Help Desk

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Overview

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With the Help Desk extension, customers can open a ticket related to any issues they may be facing. In addition, the customer can communicate with customer support agents to solve their ticket issues, complaints, queries, and problems. Whenever a new ticket is created, the customer and customer support agents will get a notification email for every new ticket and response to the ticket. The customer and customer support agent will receive a copy of the chat as they reply to each other. 

In the back-end, customer support agents can change ticket statuses, ticket type(category type), ticket priority, ticket agent, and ticket agent position. Also customer support agents can see tickets created by customers and their responses to the customer support agent's messages. 

For customers to create a ticket, customers have to login into your website. They will find "Your Ticket" tab in Account Dashboard where customers' can create a ticket related to their issues. On top of that they can see their previous tickets and conversations with customer support agents, and get email notifications. 

 

Features:

  • Allow customers to create a ticket and communicate with customer support agents.
  • Customers can select the priority of the ticket.
  • In the back-end, customer support agents can change ticket statuses, ticket type(category type), ticket priority and more.
  • Customers and customer support agents will receive an email when the ticket is created or updated.

FAQ:

Question: How does this extension work?  

Answer: You enable/disable this extension from the back-end. There is a system where customers have to create a ticket and communicate with customer support agents and solve their issue. 

Question: - Can admin and/or customer support agents create a ticket?

Answer: -  Definitely, admin and/or customer support agents' can create a ticket for a registered customer from the back-end. 

Question: - Can a customer set a priority of ticket?

Answer: - Yes, the customer can set the priority of the ticket while creating one.

Question: - Can customers reopen a closed ticket?

Answer: - No, only admin and/or customer support agents reopen a closed ticket.

Question: - Can I run this on my development site, too?  

Answer: - Yes, Help Desk extension works for development as well as on a live site.

Technical Specifications

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Seller profile

VimirLab Solutions

Seller contact

E-mail

Integrator

Current Version

1.0.1

Adobe Commerce platform compatibility

Open Source (CE): 2.3 (current), 2.4 (current), 2.2 (obsolete)

Type

Stable Build

Updated

22 July, 2021

Categories

Extensions, Customer Support

Documentation

User Guides

License Type

MIT License (MIT)

Policy

Privacy Policy

Quality Report

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Installation & Varnish Tests

Passed

Coding Standard

Passed

Plagiarism Check

Passed

Malware Check

Passed

Marketing Review

Passed

Manual Testing

Passed

All tests were conducted on the latest versions of Adobe Commerce that existed for the compatible release lines at the moment of the extension submission. Latest versions of all other software were used, as applicable.

Release Notes

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1.0.1:

  • Compatible with Open Source (CE) : 2.2 2.3 2.4
  • Stability: Stable Build
  • Description:

    Version 1.0.2
    Message should be successfully delivered to customer issue fixed.

    Version 1.0.1
    Compatible With CE: 2.4.X

    Version 1.0.0
    Compatible With CE: 2.2.X
    Stability: Stable Build

1.0.0:

  • Compatible with Open Source (CE) : 2.2
  • Stability: Stable Build
  • Description:

    1.0.0:
    Compatible with CE: 2.2
    Stability: Stable Build
    Description:
    Version 1.0.0
    - Initial release

Support

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The best place to start if you need help with a specific extension is to contact the developer. All Adobe Commerce developers have both a contact email and a support email listed.

Contact Vendor

Q & A

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Reviews

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